A Qualitative Study Exploring the Effect of Total Quality Management

TQM on Employee Satisfaction and Organizational Performance in

the Telecommunication Industry in Jordan.

Research Methodology

Hadil Mosa
Samah Almousa
Objective
seeks to investigate the relationship between TQM and employee satisfaction and
organizational performance in the Jordanian telecommunication sector.
 Variables
Independent Variables: Dependent Variables:

● Management Leadership & HR ● Employee Satisfaction

● Employee Involvement

● Customer Focus ● Organizational Performance

Research Questions
Q1: Does Management Leadership and HR have a positive effect on Employee Satisfaction?

Q2: Does Management Leadership and HR have a positive effect on Organizational Performance?

Q3: Does Employee Involvement has a positive effect on Employee Satisfaction?

Q4: Does Employee Involvement has a positive effect on Organizational Performance?

Q5: Does Customer Focus has a positive effect on Employee Satisfaction?

Q6: Does Customer Focus has a positive effect on Organizational Performance?

Literature Review
Literature Review is made up of 15 previous articles related to TQM , Employee satisfaction, and
Organizational Performance. With a thorough discussion on them.
Methodology
● Qualitative Approach : to be able to gain more insight on such topic, and gain in-depth information.

● Population and Sampling : Using “purposive sampling” for the study, to be able to reach
individuals who are familiar with the topic and understand it also called expert sampling, Studying
HR managers in Telecommunication companies in Jordan. As for the population we were able to
cover the whole population since it is a small population.
Methodology
● Data Collection Method : Using Semi-Structured Interviews, to be able to gather as much details
as possible, by making the interview look more like a discussion, and experts can express their
ideas freely.

● Data Analysis Approach : Constant Comparison Theory (CCT).

CCT relies on shrinking the size of data by categorizing information into groups, starting with collecting data and
information from interviewees, then comparing their answers together.
Methodology
● Trustworthiness : A number of actions a researcher takes to ensure the reliability of their study.
1. Member check : to make sure with the interviewee that your notes match their intentions

when answering the interview questions.

2. Researcher’s personality : The way the researcher choose to present themselves to

interviewees, to ensure maximum level of comfort so they become willing to share information.

3. Thick Description : all data collected is important, it requires the researcher to describe every
single detail to its fullest.
Findings
In this chapter we will be discussing the findings of the interviews, by comparing and categorizing them
and linking them to previous studies that may approve or contradict the collected data.
Conclusion
● Summary : answering the research questions in this section

● Recommendations : Recommendations for future studies.

(Study the effect of other factors, different industry, and TQM factors effect on different outcomes “ customer
satisfaction”).

● Limitations : The limitations we have faced during the study.

(Not having a universal or standard definition for TQM nor its factors, and how they change between industries and
countries)